As a Customer Relationship Manager, you will be responsible for managing customer interactions across multiple channels including WhatsApp, Instagram, email, website chat, and phone calls. You will ensure every customer receives timely assistance, maintain accurate CRM records, coordinate with internal teams for issue resolution, and actively contribute towards improving customer satisfaction and retention. This role requires excellent communication skills, attention to detail, and a genuine passion for creating memorable customer experiences.

Key Responsibilities

1. Customer Support & Relationship Management

● Respond to customer queries across WhatsApp, Instagram, email, website chat, and phone calls.

● Deliver prompt, professional, and personalized support.

● Build long-term relationships by ensuring every customer has a positive shopping experience.

● Handle customer concerns with empathy and ownership until resolution.

2. CRM Management

● Maintain accurate customer records in the CRM system.

● Update customer profiles, purchase history, preferences, and interaction notes.

● Ensure proper tagging, segmentation, and organization of customer data.

● Track customer journeys and maintain complete interaction history.

3. Order & After-Sales Support

● Assist customers with order status, delivery timelines, exchanges, returns, refunds, and product-related queries.

● Coordinate with warehouse, logistics, and operations teams to resolve issues efficiently.

● Follow up after issue resolution to ensure customer satisfaction.

4. Customer Retention & Engagement

● Build strong customer relationships through regular follow-ups.

● Identify repeat customers and opportunities for personalized engagement.





● Support loyalty programs, referral initiatives, and customer appreciation campaigns.

● Encourage repeat purchases through exceptional service.

5. Feedback & Insights

● Collect customer feedback across all channels.

● Identify recurring issues and improvement opportunities.

● Share actionable insights with merchandising, marketing, and operations teams.

● Help improve customer experience through continuous feedback.

6. Campaign & Outreach Support

● Assist in executing CRM campaigns via WhatsApp, email, and SMS.

● Support promotional campaigns, product launches, festive offers, and loyalty communications.

● Coordinate customer outreach for abandoned carts, repeat purchases, and exclusive collections.

7. Cross-Functional Coordination

● Work closely with Operations, Marketing, Warehouse, and Store teams to ensure a seamless customer experience.

● Escalate customer concerns when necessary and ensure timely closure.

● Maintain service standards across every customer touchpoint.

Must-Have Requirements

● 2–5 years of experience in Customer Relationship Management, Customer Success,

Customer Support, or Client Servicing (D2C brands)

● Excellent written and verbal communication skills.

● Solid interpersonal and relationship-building abilities.

● Highly organized with strong attention to detail.

● Ability to multitask and manage multiple customer conversations simultaneously.

● Customer-first mindset with excellent problem-solving skills.

● Comfortable working in a fast-paced startup environment.

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits

- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Service Representative (Parel)
🏢 Sam Dsouza
📍 Parel